兴奋拼音Marketing Customer Satisfaction
Since the late eighty s of the 20th century, the customer satisfaction strategy has increasingly become the enterpri has more customers share, overall management means of gaining competitive advantage.
Strategy, customer satisfaction is the modern enterpri to obtain customers "currency vote"
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Change over time, the great abundance of social material wealth, customers also has the subject -- the demands of consumers in the across the material lack of times, the pursuit of the number of times, the pursuit of quality of the era, in the late eighty s of the 20th century into the era of the emotional consumption. In our country, with the rapid development of economy, we also have rapidly across the material lack of times, the pursuit of the number of times and the pursuit of quality of the era, to this day, step by step towards the emotional consumption age. In the emotional consumption era, companies with similar products has been achieved at the same time, homogeneity, can, same price, consumers pursue is no lozipper
nger the quality, function and price, but comfortable, convenient, safe and cure, speed, newly established, environmental protection, clean, pleasant, interesting, consumers increasingly focus on the product can bring vitality to their lives, enrichment, comfortable, aesthetic and spiritual culture grade, and exceed consumer expectations of pre-sale, sale, after-sales rvice and consulting. That is to say, people's pursuit of today is to have the n of fulfillment and satisfaction to the heart of goods, is a high value-added goods and rvices, the pursuit of values and consciousness, personalized and diversified intangible satisfaction era has come.雄杰
英语六级考试真题 And adapt to changing consumer value pursuit of the competition between enterpris, also by the product competition, price competition, technological competition, advertiment competition, brand competition development to today's image, reputation, cultural competition and rvice competition, competition of customer satisfaction. This competition is the enterpri in the field of wide Angle, width of space and time within the scope of the high-level, embodies the comprehensive strength of competition. It includes organization innovation, technology innovation, management innovation, the industrial for
possible什么意思esight, product rearch and development force, centripetal force, rvice customers, customer affinity, peer RenTongLi, social contribution, pr communication communication forces driving force, enterpri culture, environmental adaptability, and so on. How the integrated image force and the synthetic integrated lasting competitiveness, which is CS strategy to solve the problem. CS era, enterpri is no longer centered on "lf", but in the "customer as the center"; "Customers for honour", the slogan of "customer satisfaction" is no longer a mere formality, but the real action bad enterpri management of a new philosophy. Companies are no longer with standard quality, your satisfaction is the management idea, but in customer satisfaction, business philosophy to win the customer high loyalty. The focus of enterpri management strategy is no longer to gain or maintain market share, but to gain customer satisfaction as the business philosophy. Therefore, the focus of the marketing strategy is no longer the competitors, but on the customers, and on the demand of the reality and potential customers. When companies provide products and rvices to customers in advance of expectations, customer basic satisfied; If far exceed customer expectations, and far higher than other p
eers, customers truly satisfied; If the enterpri can continuously or for long to customer satisfaction, customer loyalty. Loyal customers will not only constantly repeat purcha, will also buy other related products or rvices; Loyal customers will not only actively recommend he bought product from others, and to the enterpri competitors promotion has the immune ability of a dissatisfied customer will not satisfied told 16-20 people, and each one will be transmitted to the defendant when 12 to 15 people. In this way, a dissatisfied person will affect the 2, three hundred. In the popularization of the Internet today, its influence is larger. According to the survey of the U.S. auto industry, one will be satisfied with the 8 potential deals, with at least one pen. And another survey shows that companies 5% increa the loyalty of customers, the profit will be incread by 25% to 25%. The 80% of the profits of an enterpri comes from 20% of loyal customers; And a new customer acquisition cost is 6 times to maintain an old customer costs. So, a famous American scholar tang page, Perth, points out that decided to hold the key to the success of an enterpri is not the market share, but in the customer share.
Then, companies through extensive market rearch, direct contact with customers, cu
stomer feedback and other ways to get to know customers in all aspects of the real demand and potential demand. Rely on their loyalty to the enterpri satisfaction of sales and rvice personnel, regular, quantitative and comprehensive measurement of customer satisfaction, in order to accurately grasp the enterpri management and the "customer satisfaction" the gap between target and its key areas, to further improve the business activities of enterpris. Rely on high affinity of the enterpri culture, high efficiency of humanistic management and the joint efforts of the whole, to customers with high value-added products, a high standard of family-like rvices, to win customers constantly change and improve satisfaction, win more customers. Such as haier has always put customer needs as the first, standing in the customer's point of view of product development, design, and provide personalized, human nature and practical products, from episodic TV to new color TV "anti" change, from a small child prodigy washing machine hand rub type washing machine, from refrigerators to the little prince "wisdom eye" frequency conversion air conditioning, from 17 hours make mike freezers to after-sale one-stop rvice stars, notting have is not in order to meet customer needs a
nd provide satisfaction to the value of goods and rvices. And as Microsoft's each kind of product is concentrated the best developers in the world, than customers want good products, at the same time sales of globalization of economies of scale formation, reduce the price to a minimum. And this is the cret to the success of Microsoft in the past 20 years.
To sum up, the emotional consumption era, how to decide which products and the production and business operation rvice power is no longer belongs to the enterpri, but belong to the consumer, to measure efficiency of enterpris and the existing value of the decision to customers, enterpris should try to cater to the customer, value to satisfy customers, to get "monetary vote" from customers as much as possible. And CS strategy to get the votes in competition.
Two main steps of marketing strategy, customer satisfaction.
First, the cultural establishment in the enterpri to the customer as the center, customer interests first, take customer satisfaction as the goal of business philosophy.
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Customers in CS theory refers to the internal staff and external customers (including distributors, wholesalers, agents, final consumer and raw materials suppliers, partners, etc.), customer satisfaction, including staff and external customer satisfaction, customer loyalty. Mechanism of enterpri success lies in customer satisfaction and loyalty, employees is the key to customer satisfaction and loyalty. Employee satisfaction and loyalty of enterpri is consumers' satisfaction and loyalty to the enterpri products and rvices, customer satisfaction and loyalty is the inevitable result of the employee behavior. No employee satisfaction and loyalty, it is impossible to create customer satisfaction of products and provide premium rvices, customers are not satisfied with naturally not loyalty, away from the enterpri. When the employee satisfaction and loyalty will be in contact with the customers with great enthusiasm into their intellectual capital, creative rvice for the customer, customer requirements and timely find trends, improve the added value of products and rvices in a timely manner, hold fast to the customer's heart, their satisfaction. Fedex, found that when the internal employee satisfaction rate incread to 85%, their customer satisfaction rate is as high as 95%, and corporate profits are very optimistic. Employee attitude determines everything here.
学习压力大 Therefore, the enterpri must be customer satisfaction management concept penetration in the in the mind of employees, reflected in the management, loyal to the staff, in their rearch and development, manufacturing products, provide marketing rvices to customers. Such as hubei, "all employees get education is centered on the customer is the highest principle of enterpri management. Customers are benefactor, is a friend, is a teacher, is the customer gives us the opportunity to work, the value of work, work fun and work significance. We should sincerely thank to your heart's content as the customer, customer satisfaction is our work goal, create the most value for customers of products and rvices is our highest goal. Guided by the principles, would rather let onelf can't let to lo customers who has become a" hubei "employees' code of conduct. To make the customer feel the" hubei "consumption is a kind of enjoyment, is a kind of value enjoy. After customers pay a cost, a expectations for their own consumption, and consumers have finally come to consumption in the heart can have a evaluation standards, if the content value, he would come again later, such as value, he may come back later; otherwi, consumers will not come again. So, the purpo of" hubei "is to pro
aaa软件教育vide consumers with value of products and rvices. So under the guidance of business philosophy and customer satisfaction marketing," hubei "fire in the city it is not hard to understand.
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